HP OpenView Service Desk Version 3.0

Transcription

1 HP OpenView Service Desk Version 3.0 Configuring Self-Service Pages with Microsoft Internet Information Server IIS Jrun 3.0 on Windows NT 4.0 IIS Jrun 3.0 on Windows 2000

2 Document version 1.0 Technical information in this document is subject to change without notice. Copyright 2000 Hewlett-Packard Company Trademarks Microsoft, Windows, Windows NT and the names of any other Microsoft products referred to herein are trademarks or registered trademarks of the Microsoft Corporation. Restricted Rights Legend Use, duplication or disclosure by the U.S. Government is subject to restrictions as set forth in subparagraph (c)(1)(ii) of the Rights in Technical Data and Computer Software clause in DFARS Hewlett-Packard Company 3000 Hanover Street Palo Alto, CA U.S.A. Rights for non-dod U.S. Government Departments and Agencies are as set forth in FAR (c)(1,2).

3 HP OpenView Service Desk 3.0 Configuring SSP with MS IIS Table of contents 1. Requirements Configuring the IIS Web Server So That It Can Find the Self-Service Pages Configuring the IIS 4.0 Web Server On Windows NT Configuring the IIS 5.0 Web Server On Windows Configuring the JRun 3.0 Servlet Engine Starting the JRun Servlet Engine Configuring Self-Service Pages Starting Self-Service Pages Known Errors and Their Workarounds Page 1

4 HP OpenView Service Desk 3.0 Configuring SSP with MS IIS Page 2

5 Chapter 1 - Requirements 1. Requirements The following software is required for the Self-Service Pages running with IIS 5.0 on Windows 2000: Microsoft Internet Information Server (IIS) 5.0 The Java Development Kit (JDK) 1.2 Java Servlet Development Kit (JSDK) 2.0 JRun 3.0 The following software is required for the Self-Service Pages running with IIS 4.0 on Windows NT 4.0: Service Pack 5.0 Microsoft Internet Information Server (IIS) 4.0 The Java Development Kit (JDK) 1.2 Java Servlet Development Kit (JSDK) 2.0 JRun 3.0 NOTES: The Microsoft Internet Information Server 4.0 is part of the Windows NT 4.0 Option Pack. The Java Servlet Development Kit (JSDK) is included in the JRun package. Refer to and for further details. It is assumed that the SSP software is installed in <servicedeskhome>/ssp. E.g. <servicedeskhome> = C:\Program Files\Hewlett- Packard\OpenView\Service Desk 3.0 Page 3

6 Chapter 2 - Configuring the IIS Web Server So That It Can Find the Self-Service Pages 2. Configuring the IIS Web Server So That It Can Find the Self-Service Pages The following sections explain how to configure the IIS Web Server so that it can find the Service Desk Self-Service Pages. Section 2.1 below explains how to do this for IIS 4.0 Web Server On Windows NT 4.0. Section 2.2 on page 7 explains this for IIS 5.0 Web Server On Windows Configuring the IIS 4.0 Web Server On Windows NT 4.0 Start the Internet Service Manager (running in the Microsoft Management Console). Create a new virtual directory named sdfiles under the Default Web Site. Right mouse click on Default Web Site. Select New -> Virtual Directory. Enter the alias sdfiles. Page 4

7 Chapter 2 - Configuring the IIS Web Server So That It Can Find the Self-Service Pages Enter the physical path to the ssp home directory: <servicedeskhome>\ssp. Set the default permissions for the virtual directory: read access and script access. Page 5

8 Chapter 2 - Configuring the IIS Web Server So That It Can Find the Self-Service Pages Click finish. You should now see an additional directory sdfiles under Default Web Site. Using a web browser, test if you can get access to the files of Self- Service Pages by using the URL: tomerheader.html The text "Your Company Logo" should be displayed. Page 6

9 Chapter 2 - Configuring the IIS Web Server So That It Can Find the Self-Service Pages 2.2 Configuring the IIS 5.0 Web Server On Windows 2000 Start the Internet Services Manager. Create a new virtual directory named sdfiles under the Default Web Site. Right mouse click on Default Web Site. Select New -> Virtual Directory. Enter the alias sdfiles. Page 7

10 Chapter 2 - Configuring the IIS Web Server So That It Can Find the Self-Service Pages Enter the physical path to the ssp home directory: <servicedeskhome>\ssp. Set the default permissions for the virtual directory: read access and script access. Page 8

11 Chapter 2 - Configuring the IIS Web Server So That It Can Find the Self-Service Pages Click finish. You should now see an additional directory sdfiles under Default Web Site. Page 9

12 Chapter 2 - Configuring the IIS Web Server So That It Can Find the Self-Service Pages Using a web browser, test if you can get access to the files of Self- Service Pages by using the URL: tomerheader.html The text "Your Company Logo" should be displayed. Page 10

13 Chapter 3 - Configuring the JRun 3.0 Servlet Engine 3. Configuring the JRun 3.0 Servlet Engine Make sure that the example servlets included in the JRun package run without errors. Check the servlet examples by e.g. pointing your browser to the URL When the servlet examples work you are ready to configure JRun for SSP. You are advised to read the known error list in Chapter 7. You may encounter an error during the configuration of JRun for SSP. There are several ways to configure JRun for SSP. In this document a SSP web application is created in the "JRun Default Server". Start the JRun Management Console (JMC). Page 11

14 Chapter 3 - Configuring the JRun 3.0 Servlet Engine Log in. Page 12

15 Chapter 3 - Configuring the JRun 3.0 Servlet Engine Select <yourhost> -> JRun Default Server -> Web Applications. The Application panel appears. Page 13

16 Chapter 3 - Configuring the JRun 3.0 Servlet Engine Click the Create an Application link. The Create a Web Application panel appears. Page 14

17 Chapter 3 - Configuring the JRun 3.0 Servlet Engine Edit the properties as follows: JRun Server Name Application name Application Host Application URL Application Root Dir JRun Default Server SSP All Hosts /ssp C:\Program Files\Allaire\JRun\servers\default\SSP if JRun is installed in the default directory C:\Program Files\Allaire\JRun. The JMC has created a directory structure under the C:\Program Files\Allaire\JRun\servers\default directory starting with SSP. \JRun root dir \bin \.. \lib \ext \.. \servers \default \default-app Page 15

18 Chapter 3 - Configuring the JRun 3.0 Servlet Engine \demo-app \SSP \WEB-INF \classes \lib Copy the SSP class files located in the <servicedeskhome>/ssp/web directory to the SSP/WEB-INF/classes directory. Copy the SD zipped class files Classes.zip and JClark.zip to the <JRun root dir>/lib/ext directory. These files are located in a subdirectory of the <servicedeskhome> directory (depending on the type of installation: client, server or ssp). In the JMC select <your host> -> JRun Default Server -> Web Applications -> SSP -> Servlet Definitions Click Edit. The Servlet Definitions panel appears. Edit the properties as follows: Name Class Name Display Name Description Small Icon Large icon Init Arguments start PSPstart PSPstart PSPstart leave empty leave empty configfilelocation=c:\\program Files\\Hewlett- Packard\\OpenView\\Service Desk 3.0\\SSP\\conf If SSP is installed in C:\Program Files\Hewlett- Packard\OpenView\Service Desk 3.0\ssp otherwise specify the directory where you installed SSP. Page 16

19 Chapter 4 - Starting the JRun Servlet Engine 4. Starting the JRun Servlet Engine You can run the JRun servlet engine in Application Mode or in NT ServiceMode.IntheApplicationModeyouneedtobeloggedintorun the servlet engine. The NT Service Mode enables you to run the servlet engine as an NT service. Running as an NT service implies that you do not need to be logged in to run the application. When you change the configuration of JRun (e.g. when you create a servlet definition), you will have to restart the JRun Default Server. Page 17

20 Chapter 5 - Configuring Self-Service Pages 5. Configuring Self-Service Pages Modify the file <servicedeskhome>\ssp\conf\psp.conf PSP.ImageURL= PSP.ResultsDir=c:\temp ServiceDesk.Host=<yourhost>.<yourdomain> ServiceDesk.Port=30999 NOTE: ServiceDesk.Host specifies the name of the host the Service Desk application runs on. Page 18

21 Chapter 6 - Starting Self-Service Pages 6. Starting Self-Service Pages Start your web browser and enter the URL The Self-Service Pages appear. You can now adjust html files in: <servicedeskhome>\ssp\conf\psp.conf Two files you certainly should adjust, are: CustomerHeader.html and CustomerLinks.html. Page 19

22 Chapter 7 - Known Errors and Their Work-arounds 7. Known Errors and Their Work-arounds Problem: When creating a Servlet Definition in the JMC (step 3) and clicking the update button the following pop-up window might appear. The error message is wrong. The real problem is that the file web.xml in the directory default/ssp/web-inf cannot be written. Work-around: Create the file web.xml manually. The file should contain: <web-app> <display-name>self Service Pages</display-name> <description>service Desk SSP</description> <servlet> <servlet-name>start</servlet-name> <init-param> <param-name>configfilelocation</param-name> <param-value>c:\\program Files\\Hewlett- Packard\\ OpenView\\Service Desk 3.0\\SSP\\conf</param-value> </init-param> <servlet-class>pspstart</servlet-class> <display-name>pspstart</display-name> <description>pspstart</description> </servlet> </web-app> where C:\Program Files\Hewlett-Packard\OpenView\Service Desk 3.0\SSP is the directory where the SSP software is installed. Note the double backslashes in the path name. Page 20